Enhancing Customer Engagement Through AI Support

The rapid development of artificial intelligence (AI) is outpacing the awareness of many companies, yet the potential these AI tools hold is enormous. The nexus of AI and emotional intelligence (EQ) is emerging as a revolutionary game-changer. Here’s why this intersection is crucial and how you can leverage it: 🔍 AI can handle data analysis and repetitive tasks, allowing humans to focus on empathetic, creative, and strategic work. This synergy enhances both productivity and the quality of interactions. Imagine a retail company struggling with high customer churn due to poor customer service experiences. By integrating AI tools like IBM Watson's Tone Analyzer into their customer service process, they could identify emotional triggers and tailor responses accordingly. This proactive approach could transform dissatisfied customers into loyal advocates. Practical Application: AI-driven sentiment analysis tools can help businesses understand customer emotions in real-time, tailoring responses to improve customer satisfaction. For example, using AI chatbots for initial customer service interactions can free up human agents to handle more complex, emotionally charged issues. Strategy Tip: Integrate AI tools that provide real-time sentiment analysis into your customer service processes. This allows your team to quickly identify and address customer emotions, leading to more personalized and effective interactions. By integrating AI with EQ, businesses can create a more responsive and human-centric experience, driving both loyalty and innovation. Embracing the combination of AI and EQ is not just a trend but a strategic move towards future-proofing your business. We’d love to hear from you: How is your organization leveraging AI to enhance emotional intelligence? Share your thoughts and experiences in the comments below! #AI #EmotionalIntelligence #CustomerExperience #Innovation #ImpactLab

🧠 AI-First Use Cases for Customer Success, Account Management & Support It's not just sales that can benefit from AI-powered automation. We're also thinking on the customer experience and how we can better serve our customers leveraging AI in our workflows at Vanta: 🆕 Onboarding & Activation - Agentic AI-led Customer Onboarding – An autonomous AI agent walks customers through onboarding, dynamically adjusting based on user behavior, role, and progress. - Automated Customer Onboarding – AI sends tailored welcome messages, interactive walkthroughs, training content, and milestone reminders, with personalized progress tracking. - Onboarding Risk Prediction – AI flags customers likely to stall during onboarding based on usage signals, role, and industry, prompting human intervention at the right moment. 📊 Customer Health, Retention & Expansion - AI-generated Customer Health Scores – AI continuously monitors product usage, NPS scores, ticket volume, and sentiment to produce a dynamic, predictive health score. - AI-powered Renewal & Expansion Insights – Predictive models surface customers likely to churn or ready to expand based on product adoption, engagement signals, and historical behavior. - Automated QBR Generation – AI creates tailored quarterly business review decks using real-time usage data, benchmarks, and suggested action items for growth or risk mitigation. 🗣️ Feedback & Voice of the Customer - AI-powered Customer Feedback Collection & Tracking – AI gathers structured feedback from NPS, CSAT, support tickets, onboarding surveys, and calls, and categorizes it into themes for PM and GTM teams. - Product Feedback Loop Automation – When a customer submits a product request, AI logs and categorizes it, tracks request status, and automatically follows up when the request is fulfilled or addressed. 💬 Support & Issue Resolution - AI-driven Support Ticket Triage – AI prioritizes and routes incoming tickets by urgency, topic, and customer tier, suggesting answers or tagging the appropriate team. - Self-service AI Knowledge Assistant – A conversational AI assistant that provides customers with instant, contextual answers based on docs, past tickets, and product updates. - Auto-Response Suggestions – AI drafts first-response templates to support tickets, tailored to ticket context and customer profile, saving agents significant time. 🎯 Proactive Engagement - AI-Powered Play Recommendations – AI suggests proactive outreach plays for CSMs and AMs based on customer lifecycle stage, feature usage, or risk indicators. - Milestone Celebration Automation – Automatically send personalized emails or in-app messages when customers hit key milestones (e.g., passed audit, integrated first vendor), boosting engagement. - Usage Pattern Anomaly Detection – AI spots abnormal drops or spikes in usage and alerts the account team to investigate. Interested in solving these problems with us? Check out our Founder in Residence role opening! 🚀

Learnings from transforming CX with Gen AI for a Financial Services giant in APAC 🚀 One of the largest Financial Services players in the APAC recently leveraged Verloop to transform its contact center. The outcomes? Transformational change in customer support experience which not only drove CSAT up but also helped them bring efficiency into their CX Ops. Here is a snapshot of outcomes and learnings Outcomes -------------- 1. About 30% increase in Customer Satisfaction score 2. 43% fewer tickets assigned to their support desk 3. 70% Reduction in Average Response Time 4. 30% Cost Savings by CX efficiency Learnings -------------- 1. Effort - Easier said than done; most models are great for building demos but a nightmare when implementing large complex scenarios 2. Focus - Niche-trained LLMs work better than a large model 3. Latency - Latency in response especially in audio calls is a deal breaker. 4. RAG + LLM - Balancing when to refer to RAG vs when should LLM handle the task takes a while 5. Cost - Models cost significant amount of money to run; attach and focus on business outcomes 6. Data Quality - Investing time in data cleansing and organization pays off massively 7. AI + Human - AI handles the repetitive tasks, while AI-assisted human agents are required for empathy and complex problem-solving 8. Keep Building - Continuous improvements and training of flows is critical more so in the first few months of launch Implementing Guardrails --------------------------- 1. Focus on Ethical AI usage with strict guidelines to ensure AI operates within ethical boundaries, maintaining transparency and customer trust. 2. Adhere to rigorous data privacy regulations to protect customer information. Protecto works like a charm! 3. A key trait of any such implementation is AI knowing when to hand over Launch Experience -------------------- 1. Collaborative Approach - Everyone is learning in this journey; engage early and frequently with all stakeholders 2. Stay Agile - Launch iteratively and keep improving instead of one big bang launch 3. Human training - Focus on training all stakeholders; things are different vs structured data We started Verloop with the idea that the future of contact centers is AI-first, human-assisted. These engagements help us stay on the course and keep building towards our vision. We are already living in the future and it is slowly spreading everywhere! 🌟 #contactcenter #GenAI #CXTransformation #transformation Verloop.io CA. Ankit Sarawagi Melisa Vaz Nikhil Gupta Urvashi Singh Kiran Prabhu Ravi Petlur Kumar Gaurav

Here’s how we implemented an AI Agent for our client that increased user engagement on their site by 1000X. A few months ago, the client came to us with a common problem: ⏱️ Website visitors were leaving within seconds. We took a bold step: We implemented an AI agent on their site. But not just any chatbot. This AI was designed to think like a helpful human—able to answer questions, guide users, recommend products, and even crack a light joke here and there. The result? Average time on site jumped from seconds to 4-5 minutes. That’s not just more time—it’s more trust, more exploration, and ultimately, more conversions. Here’s what worked: ✅ The AI greeted users based on the time of day. ✅ It personalized responses using browsing behavior. ✅ It never sounded robotic—it sounded real. ✅ It guided users, not just reacted. We didn’t just install an agent. We gave the website a voice, a personality, and a purpose. 📈 Engagement metrics soared. ❤️ And best of all, users left with a better experience. If your site is a revolving door of visitors, maybe it’s time to invite them to stay a while—with AI. #AI #UserExperience #CustomerEngagement #AIAgent #WebConversion #DigitalTransformation #MarketingInnovation HonestAI - Agentify Your Company GrayCyan AI Consultants & Developers